Service Level Agreement:
This document demonstrates the high quality of service we promise.
With many years of accumulated experience, we are now able to provide the perfect service that will exceed your expectations.
We ensure 99.93% availability of our support service for clients subscribed to the WordPress website maintenance service throughout the subscription period. An agent will respond to your requests and carry out the tasks covered by the subscription (customization or bug fixing). If the client’s request remains unanswered by our technical service for more than half an hour, the client will receive a credit equivalent to 5% of the client’s monthly recurring fees for the affected services for that month, for each additional hour of unavailability of the technical service, unless otherwise indicated below, not exceeding 50% of the client’s monthly recurring fees.
Unless otherwise stated below, all credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page here, and will not exceed 180 minutes per month.
Unless otherwise stated below, any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is issued. Unless otherwise stated below, all credits must be requested within 30 days of the incident.
To request a credit via email contact@wpindustry.com with your account name & email along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit.
Last Revised 21.10.2024